Instra Avis 139

Horrible! No Live Person to talk, noanswer to e-mails, very bad support. I want a refund for the money I paid.

After dealing with their sister company, European Registry, it has become clear that the breakdown in service lies entirely with Instra (Domain Directors Pty Ltd). Despite being an ICANN-accredited registrar, their support infrastructure appears to be non-existent.

My experience mirrors many recent reports on here.

Zero Human Contact: Tickets go unanswered for weeks, and the phone system is permanently "unavailable."

Administrative Delay: They are essentially holding my services hostage by failing to provide standard registry responses or transfer codes in a timely manner.

Business Impact: Their inability to provide basic registrar services is causing significant disruption.

Potential customers should be aware that if anything goes wrong, you will be left entirely on your own with no way to reach a person who can fix it.

>Very disappointed with Instra.com. Their customer service is extremely poor — no one responds to queries, and it’s impossible to reach them directly. There’s no phone contact for the UK, which makes resolving issues even more frustrating. Overall, a very unhelpful and disappointing experience.

Instra have decimated our business - please avoid them at all costs.

They changed the owner and nameservers on our core domain name, then didn't respond for three days; and there was nothing we could do.

Every phone number has been turned off - as others have mentioned, the AI bot is obviously useless (particularly when the Instra Staff have made a mistake), the out of hours (human) when they -do- come online are particularly, well, they find it difficult to understand basic concepts.

We wrote countless emails, scoured the internet for numbers, and even reached out to every employee through LinkedIn (we were desperate).

The most disappointing is not that there was a mistake made, but there still has been no phone call or explanation around what went wrong, and what they are going to do to fix it. Our communication continues to be ignored.

Run - leave now and don't look back.

Do not trust Instra with your domains. They do not offer phone support and email support is extremely slow.

What customer service? It doesnt exist

I've been a customer of OnlyDomains/Instra for years. My .co.id domain renewal price jumped from $49 to $59 to now $198 — nearly 300% increase in a few years.When I contacted them about this, they suggested I transfer the domain to Instra. I asked what that would cost. No answer.That was over a week ago. Since then:

Multiple emails to support — no response
Two Zendesk tickets — no response
Tried calling — nothing
My domain expires in days. I can't renew at an inflated price, I can't transfer because nobody will tell me the cost, and I can't get anyone to respond.A domain expiring isn't just an inconvenience — it's a business asset. And they're letting it die through pure negligence.If you value your domains, think twice before using OnlyDomains or Instra. When something goes wrong, you're on your own.

Very difficult to get a response from. After reading reviews here I sent an email threatening to report to ICANN, AudA etc and then got a reply. No response at all from their website chat/forms etc.

After my domain registrant (Tilda) went MIA, failing to provide me with any information about how to renew my domain I was directed to Instra as the domain reseller. Responses were AI generated and absolutely appalling with 2-3 days or more in between comunications. Even though I tried to escalate the urgent matter. I had to take the issue to Australian domain authority auDA for the issue to be resolved. An absolute nightmare to deal with!

Will not respond to emails. Uncontactable. Avoid this company at all costs, they are simply impossible to contact. All I want to do is renew my domain - its now been almost a week and I cannot contact them. It is crippling my business.

No response to my ticket support from two weeks ago. Tried their AI chat bot (unhelpful) and couldn't connect me to a person because there were none available. Phone support also unavailable. They say in their FAQ to contact support but there is clearly none!! I've submitted a complaint to ICANN because it is required by law to be assisted within 5 days.
*EDIT- they got back to me within a day after submitting a new request that mentioned the ICANN complaint.

Do NOT register your domain with Instra. You will find it impossible to get ANY support from them. I tried for months to move a domain away from them as their charges was very expensive compared to all other providers, but they kept delaying. Eventually my domain expired and was eventually stolen by someone else as soon as it was available again. Please avoid this company and any companies associated with them

The worst customer service I've ever come across. Three months and still my issue has not been resolved. They reply once a day. The take on one task and leave everything else for another ticket, a lot of times they do not event solve the ticket, just leave you not knowing what to do! Absolutely terrible - better stay away.

No phone support - do not respond to email support. Literally no way to get support besides a chat bot that tells you nothing you don't already know. Steer clear!

we had an e mail issue and later found out that we have exceeded our space limit. The online support by Maria was excellent and guided me (zero IT knowledge !) to upgrade the space limit. I appreciate her patience and crisp and clear guidance.
Very much satisfied with the online support of Instra.com.

I have never dealt with a domain register who is as bad as these guys. There phone number is ALWAYS "Temporarily Unavailable". 3 weeks and counting, not a single reply to their ticket system for tech support. They are too busy "expanding" into different markets but cant handle the market they already have. Do yourself a favour and choose another provider

Bad service

They used to be a decent registrar. Now, after 6-7 years I'm making the effort of moving our 600+ domains away from them. No support, no account manager, tickets take weeks to resolve after repeated calls, chats, email reminders.. At this point, your domains are safer with godaddy. Avoid at any cost

There is Good news and Bad news. My support staffer was so patient, knowledgeable and understanding. She spoke kindly to my lack of tech language. We found resolution to my problem. But it has taken 4 months, many tears and much frustration to get here. I lost my email address i have used for 20 years, which was very important to me. And have had work issues because i could not access my email. Other staff have been rude, unhelpful and condescending. Today i spent over an hour waiting on the phone and then it dropped out. much better to chat on line.

It's hell dealing with them, they no longer have a phone service, yet continue to advertise telephone numbers to call agents. Please remove the Belgian number as it's nil and void! The UK number you can't get an answer at all.
Trying to transfer a domain from one person to another, the transfer has been done yet it's still in my dashboard wanting me to pay for renewals.
Customer service is the worst. It's either a bot or an agent who types into a chat box and can't assist with my questions. Tells me to email. I email and it takes weeks to get a response and not the response which can help. Awful service